Rumpke Consolidated Companies

February 18, 2015        
[redacted]
 
RE:  Rumpke account [redacted]
 
Dear [redacted],
 
Thank you for alerting me to the experience with...

the
customer service representative.  Quarterly
billing can be confusing and we certainly understand the propensity for an
oversight. 
 
All of our call interactions are recorded for training
and quality assurance and all of your recent interactions with our team were
reviewed.  Calls received on 2/9/15 and
2/13/15 were reviewed and the information presented regarding your account was
accurate, including the information regarding the undocumented Rumpke trash
cart located at your address.
 
Your complaint stated “… he told me my county had a
contract with them and pretty much too bad they could do what they want.” I
assume this was regarding the Rumpke trash cart rental fee of $2.00 per
month.  The rental fee is charged to
anyone in [redacted] County who rents our equipment and includes all maintenance or
replacement if damaged. The CSR did say he would get a replacement to you and
begin the billing upon delivery.  Please
note, Rumpke trash carts can be purchased, eliminating the monthly rental fee.
 
The CSR did provide an accurate summary of your payments
and billing history and this information will be mailed under separate
cover.  To address the role of the CSR
and the collection agency referral; this is an automated process, of which the
CSR has no input.  The process is based
on the past due aging and is preceded by letters, one mailed at 30 and the
other at 60 days past due.  We did not
receive your payment for the bill cycle Oct,Nov,Dec  and the account was interrupted for
non-payment effective January 1, 2015.  Your account balance was referred to our
collection agency, [redacted] Services, on February 3, 2015.  Please note the collection agency referral
was prior to you speaking with us on February 4th.   When
you made your payment on February 9th, the collection agency was
notified and your services resumed for the following day.  There is also a 95 gallon trash cart
scheduled for delivery at a charge of $2.00 per month to replace the broken
trash cart at your address.
 
If you have any further questions, please do not hesitate
to contact me.
 
Regards,
 
[redacted]
Manager, Customer Services
Rumpke – Southeast Market
[redacted]

Rumpke sincerely apologizes for the service issue.   Ms. [redacted] has been contacted regarding the issue and offered a month credit.  Ms. [redacted] also was assured that someone would return to take care of the missed service. In return, Ms. [redacted] agreed to remain a customer....

Rumpke would like to thank Ms. [redacted] for the opportunity to resolve the issue and for her continued business.

9/16/14
RevDex.com, [redacted].
7 West Seventy Street, Suite 1600
Cincinnati, Ohio
45202
Re:  [redacted]
#[redacted]
Dear:
 [redacted],
We at Rumpke of [redacted] – [redacted], sincerely
apologize for...

the inconvenience and frustration recently incurred between Mr.
[redacted] our firm.  Customer service
excellence is our primary goal at Rumpke and we want to make every effort to
resolve this issue in a timely and mutually beneficial manner.
In regards to Mr. [redacted]’s specific complaint about
lack of service, we apologize.  While reviewing
the customer’s account I did see notes referencing an e-mail received on
9/11/2014 at 7:24pm, the same day as his regular service.  Unfortunately, we require 24 hour advance notice
on all extra services.  This is required
so that we can send our drivers out with the most up to date information,
needed to properly service our customers. 
In an effort to take care of Mr. [redacted]’s
request we offered to come a few days earlier rather than making him wait till
his next service day, of Thursday.  While
it seems we had the proper intentions, we did not get the service completed on
the day we had arranged and for that I apologize.  I have spoken to the Route Manager and he has
assured me that it will be cleaned up by the end of the work day today
9/16/14.  I hope this will satisfy Mr. [redacted]’s
requests.  Going forward please have Mr.
[redacted] submit all extra service requests in the 24 hours allotted time to avoid
any confusion.
Again, Rumpke apologies for any frustration Mr. [redacted]
has had to endure with our Company.  As a
service provider, Rumpke aims to provide all customers with a reliable
service. 
If Mr. [redacted] still has any unresolved issues please
have her contact our Customer Service Department @ ###-###-####
We thank you for bringing this Once issue to our
attention.
_______________________________________________
[redacted]
Regional Customer Service Manager
Rumpke of [redacted] - [redacted]
###-###-#### (phone) | ###-###-#### (cell) | ###-###-#### (fax)
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]